Jovany Sandoval

• Collaborate with Avetta clients, Client Success Managers, Account Managers, and Field Sales Managers to address and resolve client and supplier needs.
• Interpret and understand client requirements to ensure accurate and timely support.
• Coordinate cross-functional efforts to deliver effective, efficient solutions.
• Maintain clear and seamless communication between teams to enhance the overall client experience and satisfaction.

I co-managed a LATAM Support Team, guiding and mentoring front-line Supplier Support Professionals to improve performance and growth.

• Conducted QA assessments on calls, chats, and emails, and actively participated in QA calibration sessions to ensure service quality.
• Supported new-hire training as both mentor and trainer, facilitating smooth onboarding.
• Managed customer escalations and led service recovery efforts to resolve complex issues.
• Assisted the Team Leader with administrative tasks, including attendance tracking, team reporting, and schedule coordination with Workforce Management.

As a Supplier Success Professional, I specialized in Contractor Management Services, assisting in the development of a world-class pre-qualification system for contractors, suppliers, and vendors, while serving as the first point of contact for Avetta customers.

• Provided professional customer service to Avetta customers via phone, chat, email, voicemail, SMS, and other channels as needed.
• Delivered exceptional service by managing both inbound and outbound calls with suppliers to address account-specific needs, focusing on goal-driven completion, and compliance.
• Gained in-depth knowledge of client requirements, including insurance, OSHA, MSHA, Safety Manuals, and more.
• Served as a subject matter expert in Avetta Connect, Salesforce, and other Avetta platforms, and contributed to training team members in various job functions.

• Managed inbound calls for Capital One credit card inquiries, providing prompt and professional support to U.S.-based customers on digital and billing issues.
• Demonstrated strong communication, active listening, and multitasking skills while delivering exceptional customer service.
• Developed confidence in handling complex inquiries and building positive customer relationships.